Address
Form of workPosition Type:
Applicant/Current Openings
Date Posted:
4/14/2023
Location:
Credentialing Services
Date Available:
As Soon as PossibleSUMMARY
The International Society of Arboriculture (ISA) is a non-profit membership organization that serves the needs of tree care professionals and promotes the profession of arboriculture around the world. ISA is known as the industry authority on research, education, and professional development. Each role in the organization plays an important part in delivering excellent member benefits and customer service.
Executes all credentialing exam processes, conducts proctor/evaluator processing and training, and conducts and supports exam data analysis. Assists the Examinations Manager with committee support responsibilities.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
• Understands ISA's Vision Statement and adheres to ISA staff core values.
• Adheres to ISA processes to ensure consistent service to the customers.
• Answers phone calls and provides answers to general certification questions.
• Ensures all score reports are accurate after grading takes place.
• Facilitates and distributes exam score information to candidates both directly, as necessary, and by managing the results process with our third-party print provider.
• Monitor exam booklet inventory provided by external partner.
• Works with computer-based testing vendor to download and process candidate results.
• Transposes computer-based testing results into a format that can be uploaded into testing software to record question statistics.
• Serves as secondary administrator for certification testing software.
• Works directly with Components to set up exam dates.
• Processes all Proctor and Evaluator Applications.
• Monitors Proctor Training to ensure only active Proctors and Approved Evaluators may hold exams.
• Assists in the creation, collection, and analysis of survey data.
• Analyze, interpret, and report on key performance indicators for exam validity, reliability, and program performance.
• Ensures compliance with exam fulfillment processes and handles examination issue-log documentation and follow-up.
• Volunteer recruitment, management, and engagement for Language Specialist SMEs and Job Task Analysis.
• Exam development and subject matter expert (ISA BCMA and Certification Test Committees) coordination.
• Coordination and evaluation of results fulfillment through a third-party vendor to meet service level agreements.
• Fulfillment supply ordering and procurement.
• Supports customer service escalated calls and emails and question appeal requests.
• Credentialing Partner training, support, and management as related to delivery of ISA's skills-, paper-, computer-, and internet-based examinations.
• Works with Credentialing Partners on examination event scheduling and fulfillment and coordination of exam event publishing on the ISA website.
• Continual improvement and process review and updating.
• As requested, assists Examinations Manager with other projects.
Supervisory Responsibilities
None
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
• Bachelor's Degree in education, business administration, statistics, or similar field and/or equivalent combination of education and experience.
• 2+ years of data analysis and reporting experience.
• 2+ years of customer service and/or volunteer management experience.
• Experience conducting a Job Task Analysis is a plus.
• Experience working with non-profit, member-based, or a credentialing body is a plus.
Language Skills
• Fluent in English, both verbal and written. Fluency in additional languages is a plus.
• Ability to write and speak in a professional manner.
• Ability to write correspondence in a clear, concise, and professional manner.
• Ability to read, analyze, and interpret spreadsheets.
• Ability to respond (orally and in writing) to common inquiries or complaints from customers or members of the business community.
• Ability to read, analyze and interpret key performance indicators (mean, p-value, and point bi-serial); effectively summarize data both orally and in writing.
• Ability to effectively present information in one-on-one and small group situations to department and committees.
Decision Making/Reasoning Ability
• Needs strong demonstrated skills in data analysis, problem solving and attention to detail.
• Ability to interpret an extensive variety of data and deal with several abstract and concrete variables.
Additional Competencies
• Ability to quickly learn to use new software, technologies, and procedures.
• Ability to convert computer-based testing vendor result files into file formats that both the database and test banking software can import.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must be able to remain in a stationary position 80% of the time.
• Moves about inside the office to access file cabinets, office machinery, etc.
• Regularly operates a computer and other office productivity machinery such as calculator, copy machine, and computer printer.
• Frequently communicates with internal and external customers.
• The employee is required to lift exam boxes up to 30 pounds and move them between levels to and from the shipping department.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Working conditions are normal for an office environment. Work may require occasional weekend and/or evening work.
• The noise level in the work environment is usually quiet to moderate.
• Occasional travel is required.
Technology and Equipment
• Microsoft 365; proficient in Word, Excel, Teams, and Outlook.
• Adobe Acrobat
• FileZilla FTP Client
• Exam Item Banking Software
• Exam Grading Software
• Various file formats
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
I have received, reviewed, and fully understand the job description for this position. I further understand that I am responsible for the satisfactory execution of the essential functions described therein, under all conditions as described.
Applicant/Current Openings
Date Posted:
4/14/2023
Location:
Credentialing Services
Date Available:
As Soon as PossibleSUMMARY
The International Society of Arboriculture (ISA) is a non-profit membership organization that serves the needs of tree care professionals and promotes the profession of arboriculture around the world. ISA is known as the industry authority on research, education, and professional development. Each role in the organization plays an important part in delivering excellent member benefits and customer service.
Executes all credentialing exam processes, conducts proctor/evaluator processing and training, and conducts and supports exam data analysis. Assists the Examinations Manager with committee support responsibilities.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
• Understands ISA's Vision Statement and adheres to ISA staff core values.
• Adheres to ISA processes to ensure consistent service to the customers.
• Answers phone calls and provides answers to general certification questions.
• Ensures all score reports are accurate after grading takes place.
• Facilitates and distributes exam score information to candidates both directly, as necessary, and by managing the results process with our third-party print provider.
• Monitor exam booklet inventory provided by external partner.
• Works with computer-based testing vendor to download and process candidate results.
• Transposes computer-based testing results into a format that can be uploaded into testing software to record question statistics.
• Serves as secondary administrator for certification testing software.
• Works directly with Components to set up exam dates.
• Processes all Proctor and Evaluator Applications.
• Monitors Proctor Training to ensure only active Proctors and Approved Evaluators may hold exams.
• Assists in the creation, collection, and analysis of survey data.
• Analyze, interpret, and report on key performance indicators for exam validity, reliability, and program performance.
• Ensures compliance with exam fulfillment processes and handles examination issue-log documentation and follow-up.
• Volunteer recruitment, management, and engagement for Language Specialist SMEs and Job Task Analysis.
• Exam development and subject matter expert (ISA BCMA and Certification Test Committees) coordination.
• Coordination and evaluation of results fulfillment through a third-party vendor to meet service level agreements.
• Fulfillment supply ordering and procurement.
• Supports customer service escalated calls and emails and question appeal requests.
• Credentialing Partner training, support, and management as related to delivery of ISA's skills-, paper-, computer-, and internet-based examinations.
• Works with Credentialing Partners on examination event scheduling and fulfillment and coordination of exam event publishing on the ISA website.
• Continual improvement and process review and updating.
• As requested, assists Examinations Manager with other projects.
Supervisory Responsibilities
None
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
• Bachelor's Degree in education, business administration, statistics, or similar field and/or equivalent combination of education and experience.
• 2+ years of data analysis and reporting experience.
• 2+ years of customer service and/or volunteer management experience.
• Experience conducting a Job Task Analysis is a plus.
• Experience working with non-profit, member-based, or a credentialing body is a plus.
Language Skills
• Fluent in English, both verbal and written. Fluency in additional languages is a plus.
• Ability to write and speak in a professional manner.
• Ability to write correspondence in a clear, concise, and professional manner.
• Ability to read, analyze, and interpret spreadsheets.
• Ability to respond (orally and in writing) to common inquiries or complaints from customers or members of the business community.
• Ability to read, analyze and interpret key performance indicators (mean, p-value, and point bi-serial); effectively summarize data both orally and in writing.
• Ability to effectively present information in one-on-one and small group situations to department and committees.
Decision Making/Reasoning Ability
• Needs strong demonstrated skills in data analysis, problem solving and attention to detail.
• Ability to interpret an extensive variety of data and deal with several abstract and concrete variables.
Additional Competencies
• Ability to quickly learn to use new software, technologies, and procedures.
• Ability to convert computer-based testing vendor result files into file formats that both the database and test banking software can import.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must be able to remain in a stationary position 80% of the time.
• Moves about inside the office to access file cabinets, office machinery, etc.
• Regularly operates a computer and other office productivity machinery such as calculator, copy machine, and computer printer.
• Frequently communicates with internal and external customers.
• The employee is required to lift exam boxes up to 30 pounds and move them between levels to and from the shipping department.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Working conditions are normal for an office environment. Work may require occasional weekend and/or evening work.
• The noise level in the work environment is usually quiet to moderate.
• Occasional travel is required.
Technology and Equipment
• Microsoft 365; proficient in Word, Excel, Teams, and Outlook.
• Adobe Acrobat
• FileZilla FTP Client
• Exam Item Banking Software
• Exam Grading Software
• Various file formats
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
I have received, reviewed, and fully understand the job description for this position. I further understand that I am responsible for the satisfactory execution of the essential functions described therein, under all conditions as described.
